Helpdesk Analyst

Overview

Provide local, on-site IT helpdesk and end-user support for the Bangalore office, and global support for all Sprinklr users, including AV and event support for executive meetings.

What you'll do

• Provide local, on-site support for the Bangalore office five days a week.
• Provide global support for all Sprinklr users.
• Track and document all support activities.
• Support macOS, Windows, AV, common office software, Microsoft and Adobe applications, and cloud SaaS products.
• Perform laptop setup, user inductions, hardware troubleshooting, and repairs.
• Support general office IT, including conference rooms, telephones, office networks, and printer setups.
• Implement application and software upgrades and perform user performance troubleshooting and tuning.
• Communicate and document troubleshooting techniques and best practices.
• Perform endpoint management deployments and antivirus security support.
• Work with IT Management to continually monitor and improve the delivery of IT systems and support.
• Proactively understand, analyze, and research new technical problems when required.
• Support high-level events and proactively monitor meeting rooms.
• Support new-hire onboarding by preparing and provisioning devices, creating user accounts, and guiding users through the IT setup process.
• Assist with employee offboarding, ensuring the secure return of assets and revocation of system access in coordination with HR and Security.
• Collaborate with cross-regional IT teams to troubleshoot and resolve complex or escalated issues.
• Maintain SOPs, knowledge-based articles, and user guides to promote self-service and knowledge sharing.
• Support VIP users and executives with high-priority responses and proactive care during events or travel.
• Set up and manage AV equipment for executive meetings and high-profile events, ensuring smooth operations.
• Configure and troubleshoot displays, video and audio connections, mixers, computers, and peripherals.

What you'll need

• 2-4 years of IT experience, or a bachelor's degree.
• Self-motivated, with the ability to work with minimal supervision.
• Excellent written and verbal communication skills, with meticulous attention to detail.
• Experience supporting high-level executives.
• Good understanding of Microsoft 365, Copilot, AI and computer networks.
• Experience with Jamf Pro and enterprise Mac-management concepts.
• Strong end-user support experience and technical knowledge of macOS, Windows, and other Microsoft products.
• Ability to use customer-service-oriented techniques to diagnose and resolve problems, responding with the appropriate urgency.
• Ability to work independently and collaboratively with professionals at all levels.
• Quick learner and proactive contributor who can work effectively in a dynamic, fast-changing environment.
• Ability to prioritize tasks and manage multiple assignments.

Details

• Location: Bangalore, Karnataka, India.
• On-site at the Bangalore office five days a week.